Unified Cloud L2 Desktop Support

1 week ago

Jersey City, NJ, United States FIRST SOFTSOLUTIONS INC Full time

We are immediately hiring for Unified Cloud L2 Desktop Support

Location: Jersey City, NJ (Onsite)

An L2 Unified Cloud Desktop Support specialist's responsibilities combine standard desktop support duties with expertise specific to a cloud-based environment.

  • Handle escalated issues: Resolve complex technical problems that have been escalated from Level 1 support, such as advanced software, hardware, or network issues.
  • Advanced troubleshooting: Perform in-depth diagnostics on virtual desktops, applications, and cloud-related infrastructure to identify and solve root causes.
  • Cloud desktop management: Manage the virtual desktop environment, which may include user provisioning, deploying software, and configuring settings within the cloud platform.
  • Performance monitoring: Utilize monitoring tools to oversee system health and performance, addressing potential problems before they disrupt end-users.
  • Collaboration with L3 teams: Work with Level 3 engineers and other specialized teams (e.g., network, security) to resolve the most critical and complex incidents.
  • Documentation and knowledge sharing: Document solutions, create knowledge base articles, and provide guidance to Level 1 technicians to improve overall support efficiency


- Monitor system health, troubleshoot incidents, ensure high service availability.

- Deploy cloud infrastructure, automate workflows using DevOps best practices.

- Manage CI/CD pipelines, configuration tools, and version control systems.

- Collaborate with development teams for seamless code and environment deployments.

- Perform root cause analysis and lead incident resolution efforts.

- Optimize system performance, enforce security, and compliance across environments.

- Mentor junior team members, ensure adherence to operational standards.

- Create documentation, SOPs, and dashboards for effective service management.

- Engage in capacity planning, scalability, and cost optimization strategies.

- Drive reliability, availability, and improvements as operational excellence leader.

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